Resolve Play Mode Issues - Frequently asked questions
Explore solutions for Play Mode issues in Non-Agent Workspace accounts. Find answers to common questions about the January 24, 2024 service incident.
Frequently asked questions
What was the Zendesk service incident on January 24, 2024?
On January 24, 2024, Zendesk experienced a service incident affecting Support customers not using Agent Workspace. Users faced issues with macros not applying correctly in Play Mode, and text from previous tickets sometimes carried over to the next…
How did Zendesk resolve the Play Mode issue on January 24, 2024?
Zendesk resolved the Play Mode issue by rolling back the update that introduced the bug. This action stopped the problem of macros not applying and text carrying over between tickets. Users were advised to refresh their browsers to apply the fix….
What caused the Zendesk Play Mode issue in January 2024?
The Play Mode issue in January 2024 was caused by an unexpected bug introduced during an update for non-Agent Workspace accounts. This bug affected the application of macros and caused text from previous tickets to carry over. The update was…
What steps did Zendesk take to prevent future Play Mode issues?
To prevent future Play Mode issues, Zendesk plans to improve testing scenarios for updates and revisit runbooks for smoother recovery processes. These steps aim to ensure that similar incidents are handled more efficiently in the…
How can I check the current system status of Zendesk?
To check the current system status of Zendesk, you can visit their system status page. This page provides up-to-date information about any ongoing issues or incidents affecting Zendesk…
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